Intelligent call handling and routing

ABSTRACT

Certain aspects of the disclosure are directed to routing decisions implemented in response to VoIP telephone calls. According to a specific example, in response to the VoIP telephone calls, a first set of one or more documents are identified and executed to make routing decisions for the VoIP telephone calls. A second set of one or more documents are then identified based upon an association with the routing decisions. The second set of documents identify data to be retrieved from data sources. In response to the data, call control functionality is provided for the VoIP calls.

OVERVIEW

Aspects of various embodiments are directed to communication andcomputing services. Voice over Internet Protocol (VoIP) and othertelecommunication platforms have allowed individuals to make telephonecalls using broadband Internet connections in place of traditionaltelephone lines. A VoIP endpoint device can use a broadband Internetconnection to connect to a VoIP server that is managed by a VoIP serviceprovider. The VoIP server can handle call routing and provide other VoIPservices for the VoIP endpoint device.

Computer servers are increasingly being used to provide various servicesover a network including, but not limited to, VoIP communicationservices such as VoIP calls, video conferencing, call exchange servers,packet switching, and traffic management as well as non-VoIP servicesincluding, but not limited to: website hosting, remote data storage,remote computing services, and virtual computing environments.

The use of VoIP telecommunications services has been widespread andsignificant in terms of both numbers of users and types of servicesbeing made available. This growth may be attributable to any of a widevariety of socio-economic changes such as the mobility of users of theseservices, the types and reduced costs of portable telecommunicationtools, and the ever-evolving technology adapting to the personal andbusiness needs of the telecommunications users.

For business entities, the increased use of VoIP telecommunicationsservices has been particularly complex, largely due to providing thesame level of personal features to users from the vantage point of eachbusiness entity's telecommunications platform. As examples, a VoIPtelecommunications service provider such as 8×8, Inc. can be providingsuch VoIP services to a multitude of business entities each of whichuses the provided services for a customized platform configured toprovide telecommunications services to a wide range of employees. Foreach such customized platform, it can be particularly burdensome for theVoIP telecommunications service provider to adjust and reconfigure thecustomized platform (of each respective business entity to which suchservices are being provided) each time a business entity (e.g., asrequested by the entity's IT department, employee(s) or changes in termsof the employee's communications equipment/endpoint devices.

SUMMARY

Various example embodiments are directed to issues such as thoseaddressed above and/or others which may become apparent from thefollowing disclosure concerning systems and methods for using VoIP callcontrol for customizable and readily configurable incoming call routingand/or related telecommunications services.

Embodiments are directed toward methods for use in telecommunicationssystems employing a VoIP server operated by a telecommunicationsprovider. In such systems, the VoIP server includes one or more computerprocessor circuits (configured with access to databases stored in memorycircuits) and configured to act as a telecommunications call-controlengine for routing, processing calls and/or providing relatedtelecommunications services on behalf of client entities. Such cliententities may be exemplified respectively as the above-noted businesseswith employees ranging in number from just a few to thousands, and beinglocated/mobile for communications services in any of a multitude ofvenues. In these embodiments, such methods use the call-control engineto provide such telecommunications services by: receiving VoIP telephonecalls from VoIP endpoint devices; identifying, in response to the VoIPtelephone calls, a first set of one or more documents (e.g., providingdirectives or commands with call processing data) written in a firstinstruction-configurable/programmable language that is associated with amessage exchange protocol that is used between the VoIP call routingserver and data sources. Examples of such documents may also includeother forms of code providing data and/or instructions over an interfacefacilitating communication between the telecommunications provider andthe VoIP endpoint devices. Such methods execute the first set ofdocuments to make decisions on how to route calls placed by the VoIPendpoint devices, and to identify a second set of one or more documents(written in a second instruction-configurable/programmable language)associated with the routing decisions. The first and second programmablelanguages may be similar, in that both languages are derivatives of asame type of programmable language, but the first and secondprogrammable languages may differ in terms of content and use. The firstprogrammable language may identify call processing directives providedto the telecommunications provider by the client entity, whereas thesecond programmable language may identify call routing directives asprovided by the telecommunications provider. Such methods execute thesecond set of documents to retrieve data from the data sourcesmaintained by the telecommunications provider, and provide, in responseto the data, call control functionality for the VoIP calls placed by theendpoint device.

Certain embodiments are directed toward a VoIP server operated by a VoIPprovider and comprising: one or more computer processor circuits coupledto memory circuits and configured to provide a call control engine thatis configured to: receive VoIP telephone calls from VoIP endpointdevices; identify, in response to the VoIP telephone calls, a first setof one or more documents written in a first programming language thatdefines a message exchange protocol between the VoIP call routing serverand data sources; and execute the first set of documents to: makerouting decisions for the VoIP calls; and identify a second set of oneor more documents associated with the routing decisions; and execute thesecond set of documents to: retrieve data from the data sources; andprovide, in response to the data, call control functionality for theVoIP calls.

The above discussion/summary is not intended to describe each embodimentor every implementation of the present disclosure. The figures anddetailed description that follow also exemplify various embodiments.

BRIEF DESCRIPTION OF FIGURES

Various example embodiments may be more completely understood inconsideration of the following detailed description in connection withthe accompanying drawings, in which:

FIG. 1 is a diagram for a VoIP-capable system that uses a high-levelprogramming language for call control functionality and operations,consistent with embodiments of the present disclosure;

FIG. 2 is a block diagram of a call control engine with high-levelprogrammable language logic for two different languages, consistent withembodiments of the present disclosure;

FIG. 3 is a block diagram showing the use of a hierarchy of programmablelanguage documents, consistent with embodiments of the presentdisclosure;

FIG. 4 is a block diagram showing interconnections to a call routingswitch, consistent with embodiments of the present disclosure; and

FIG. 5 is a flow diagram for controlling call routing to a receptionist,consistent with embodiments of the present disclosure.

While various embodiments discussed herein are amenable to modificationsand alternative forms, aspects thereof have been shown by way of examplein the drawings and will be described in detail. It should beunderstood, however, that the intention is not to limit the disclosureto the particular embodiments described. On the contrary, the intentionis to cover all modifications, equivalents, and alternatives fallingwithin the scope of the disclosure including aspects defined in theclaims. In addition, the term “example” as used throughout thisapplication is only by way of illustration, and not limitation.

DETAILED DESCRIPTION

Aspects of the present disclosure are believed to be applicable to avariety of different types of apparatuses, systems and methods involvingrouting incoming calls relative to a receptionist. In certainimplementations, aspects of the present disclosure have been shown to bebeneficial when used in the context of providing VoIP communicationsservices. While the present disclosure is not necessarily limited tosuch VoIP communications systems as described herein, for purposes offacilitating understanding and appreciation of certain embodiments, thefollowing discussion uses such VoIP-based services and systems in thecontext and on behalf of telecommunications platforms of client entitieswhich subscribe to such services from a VoIP telecommunications serviceprovider (with a server).

In the following description, various specific details are set forth todescribe specific examples presented herein. It should be apparent toone skilled in the art, however, that one or more other examples and/orvariations of these examples may be practiced without all the specificdetails given below. In other instances, well known features have notbeen described in detail so as not to obscure the description of theexamples herein. For ease of illustration, the different diagrams canrefer to the same elements, more specific embodiments, or additionalinstances of the same element. Also, although aspects and features mayin some cases be described in individual figures, it will be appreciatedthat features from one figure or embodiment can be combined withfeatures of another figure or embodiment even when the combination isnot explicitly shown or explicitly described as a combination. For easeof explanation, some examples may be primarily described with referenceto VoIP communication servers configured to provide VoIP communicationservices for endpoints of a plurality of different client accounts. Itis understood that the various examples may be adapted for use withcomputer servers configured to provide various other remote services,including, but not limited to: website hosting, remote data storage,remote computing services, virtual computing environments, enterprisecommunications, virtual contact center, and other services.

Some telecommunications service providers customize their services fordifferent customers. This approach might include customizable autoattendants, call routing, call forwarding, voicemail, among otheravailable features. For particularly large clients with many differenttelephone accounts and numbers, implementing and updating these types ofcustomizations can require be a significant undertaking. Certainembodiments of the present disclosure are directed to an interface thatallows a client-specific control engine to access and dynamically adjustthe manner in which services are provided for the users of a clientaccount, while maintaining the integrity and security of the underlyingsystem providing the services.

According to certain embodiments, a VoIP communication system may beconfigured to allow a client-specific control engine to dynamicallymodify and control the call flow and processing at different levelswithin the system, including (re)routing of incoming calls generally andby way of private branch exchanges (PBXs) and Internet Protocol PBXs (orIP PBXs) to provide intelligent routing relative to receptionists anddirect dial numbers for individuals using the IP PBXs. Rules of variouscomplexity can be used for routing incoming calls, whether to one ormore receptionists, directly to extensions, to voicemail, or for othercall routing purposes. The logic used for the routing decisions can bebased upon directives and related data shared across multiple PBXs, datathat can be dynamically changed, and upon rules and logic that can bedefined according to multiple tiers of call routing decisions. Forexample, a large company may have many different office or storelocations. Portions of the call routing and processing can be sharedacross the entire company. Other portions could be shared with subsetsor groups (e.g., groups based upon geographic regions or countries orbased upon different company divisions). Still further portions can beset based upon individuals being called. Such aspects can facilitate theconfiguration, management, and updating, particularly in situationswhere there are many thousands of extension rules can be a difficultproposition.

According to certain embodiments, the VoIP communication system providesinbound and outbound call routing for one or more PBXs. A PBX is atelephone system that switches calls between enterprise users on locallines while allowing all users to share a certain number of externalphone lines. External phone lines are telephone lines that are supportedby telephone carriers as being individually addressable within thepublic switched telephone network (PSTN). For example, a PBX can useextensions to direct calls to many phones after a caller first makes acall to a shared number. As another example, a PBX can provide directInward Dialing (DID). DID is a service where a telephone carrierprovides a block of telephone numbers that are each routed to a PBXsystem rather than to individual telephone lines. Using DID, individualphone numbers can be provided to each person or workstation withoutseparate physical lines into the PBX for each possible connection.

According to certain example embodiments, a VoIP system is configured asa Platform as a Service (PaaS) that provides a user with access to,among other things, telephone call routing control, PBX functions,computer telephony integration (CTI), and data analytics (in thiscontext the user can refer to, e.g., person, group, server or CPU, orsubscribing business entity). Embodiments of the present disclosure aredirected toward an interface that allows users of the PaaS solution toaccess VoIP telephone capabilities of the underlying system, includingits hardware and software components, while maintaining the integrityand security of the underlying system. Particular embodiments aredirected toward a PaaS solution that allows for VoIP call flow controlto be controlled, while also providing the ability to interface withdata sources that are either part of the underlying system or externalto the PaaS solution. These features can be used in combination with acall routing that can be configured and adjusted in a scalable manner.

The ability to access the underlying VoIP services, including callrouting and call control engines, can provide a platform that is bothflexible and simple to implement from the viewpoints of both the VoIPprovider and the customers of the VoIP provider. The PaaS solution canbe configured to modify and control the call flow and processing at alllevels within the system, including (re)routing of incoming calls todifferent PBXs. When compared to an add-on type service where a call isfirst handled by a separate PBX, the PaaS solution may offer a number ofadvantages and additional features including, but not limited to,increased call routing capabilities, scalability, and reducedcomplexity. For instance, access to PBX functions allows for simple callredirection to extensions or DID numbers provided by the PBX. Moreover,the PaaS solution coordinates and routes calls between multiple PBXsusing an initial call routing switch. Calls initially routed to aparticular PBX can still be rerouted to a different PBX using theinitial call routing switch.

The VoIP servers providing the underlying function for the PaaS can beconfigured to utilize a programmable (or configurable) communicationprotocol such as a high-level, domain-specific programming language asmight be implemented with respective VoIP servers providing VoIP callrouting and IP PBX functions on respective sides of an interfaceconfigured to facilitate the communications via the defined protocol. Aparticular example of a VoIP server may use session initiation protocol(SIP) to handle various call functions (e.g., call setup and tear down).However, the various embodiments discussed herein are not necessarilylimited thereto. Consistent with the above and in other embodimentsdisclosed herein, the VoIP servers can be configured to establish a legof the call from the VoIP endpoint devices (or dial peers) to anotherVoIP endpoint device or to endpoints on the PSTN through use of aVoIP-PSTN gateway.

According to more specific example embodiments, a high-leveldomain-specific programmable communication protocol uses one or morelanguages which are defined using a markup language as the basis for thelanguage structure. Particular implementations relate to the use of atleast two domain-specific languages, one that can be used for initialcall routing and the other for providing more complex and specific callprocessing functions. More particular example embodiments use aneXtensible Markup Language (XML). An XML model defines the constraintson the high-level language, including defining the set of valid commandsthat can be carried out by the VoIP servers. Within these constraints, acustomer can write XML code that self-describes the building blocks usedin the customer's particular application. XML also allows for variousdifferent data structures to be embedded into the XML document or file.For example, a script written in JavaScript can be embedded as characterdata that the VoIP servers are configured to identify and execute.Unless otherwise stated, the use of XML in connection with variousembodiments does not necessarily limit the corresponding embodiments,such as limiting the embodiments to the use of only an XML-basedlanguage(s). As used herein, such domain-specific programminglanguage(s) are referred to as XML derivative languages or XML-typelanguages.

Various examples of such XML derivative languages are exemplified inU.S. patent application Ser. No. 15/377,778 (U.S. Pat. No. 10,057,412)and Ser. No. 15/377,797 (U.S. Pat. No. 10,122,682) filed on Dec. 13,2016, and entitled “Region-based connecting of calls usingclient-specific control and provisioned numbers” and “Region-basedbridging of calls using client-specific control and revised calleridentifiers” (respectively) which are fully incorporated by referenceherein. In certain example VoIP applications, two XML-type languages areimplemented as a call processing XML and a call routing XML,respectively as XML derivative languages corresponding to XML butcustomized for processing VoIP calls on the side of the interfaceoperating on behalf of customer entities and on the other side of theinterface for higher level processing (including, for example, callrouting) by the VoIP service provider. For further application-specificexamples of such XML-type customization, reference may be made todiscussion of CPXML and CRXIVIL as disclosed in U.S. patent applicationSer. No. 15/377,778 (U.S. Pat. No. 10,057,412) and Ser. No. 15/377,797(U.S. Pat. No. 10,122,682). Such XML derivative languages can be writtenspecific to types of functionality as needed for various customerentities, thereby allowing developers to program call processing logicor service execution logic with both XML building blocks andJavaScript/TCL, or other scripting languages best suited to levels(e.g., in terms of quantity range of a customer's endpoint devicesand/or in terms of complexity of the VoIP-based media functionality andevolving demands expected by a customer). In certain implementations,XML derivative languages allow PaaS customer developers to program andintegrate VoIP call flow (e.g., as provided by a cloud-based VoIPservice) with customer or third party application servers and databases.In particular, the call flow can include a connection that is used aspart of call routing decisions and call processing options that arerelated to one or more receptionists that can answer calls to a group ofendpoint devices. The system allows different levels of call controllogic to be implemented in a manner that can facilitate scalability ofthe system of large organizations with many endpoint devices and withcomplex organizational structures that have corresponding complex callrouting requirements.

For ease of discussion, various embodiments are discussed in terms ofXML, and more particularly, XML derivative languages. The skilledartisan would appreciate that each such XML-type embodiment is notnecessarily limited to XML, XML derivative languages, or variants ofXML. The corresponding directives, control and relatedtelecommunications data can be provided in documents corresponding toother languages and/or communications protocols; for example, one suchprogramming language can be used for initial call routing and anotherprogramming language can be used for providing more complex and specificcall processing functions. For more general information regardingimplementation and control relating to such client-directedtelecommunications services (and more specificallyinterface/communications implementations), reference may be made to U.S.Patent Application Ser. No. 62/353,971 filed on Jun. 23, 2016, andentitled “Client-Specific Control of Shared TelecommunicationsServices”, U.S. patent application Ser. No. 15/240,391 filed Aug. 18,2016, and entitled “Client-Specific Control of Shared TelecommunicationsServices”, U.S. Patent Application Ser. No. 62/353,977 filed Jun. 23,2016, and entitled “Client-Specific Control of Shared TelecommunicationsServices”, and U.S. patent application Ser. No. 15/240,457 (U.S. Pat.No. 10,135,974) filed on Aug. 18, 2016, and entitled “Client-SpecificControl of Shared Telecommunications Services”, which are fullyincorporated by reference herein. As discussed above, instead of or incombination with such XML-type languages, these other implementationsmay be realized as being suitable for serving telecommunications withdifferent size and/or complexity metrics as needed to provide adequatetelecommunications service to customer entities.

According to particular embodiments, an XML engine can respond to acall, or other event, by sending requests to a web server and get XMLderivative documents for processing (providing a set of directives orinstructions for taking action), thereby operating in a stateless mannerthat is similar to how an Internet browser, or similar interface usesHypertext Markup Language (HTML). The XML engine can interpret areceived XML derivative document to identify XML building blocks thatare then rendered (i.e., executed). Each building block can define logicrelating to one or more functions, such as for voice, call control, andflow control logic. The XML engine may also execute other types of code,such as JavaScript, to create dynamic content (e.g., dynamicallygenerated XML-derivative) for client-side flow control. Each XMLderivative document may have uniform resource identifier (URI) links toa web server for iterative processing, or it may include query requestsfor retrieving data from various sources of data. A query could beformatted for consistency with the source of the data (e.g., by usingJavaScript Object Notation (JSON) to retrieve data from third partyapplication servers or from the VoIP server provider's cloud database).This information can then be used to drive call flow or call controlfunctionality and decisions.

As applicable to routing decisions relating to receptionists, anincoming call can be processed according to an XML document withinstructions for determining whether calls route to a receptionist,directly to a called endpoint device, or are routed and processed insome other manner. As an example, the XML document could include a setof global rules for determining how to handle calls to endpoints of acustomer (e.g., a large business with many individuals and correspondingendpoint devices). XML documents can specify local rules for routingcalls (e.g., to endpoint devices, voicemail, auto call attendants), orotherwise processing the call. The local rules might be used if globalrules specify that the call is not routed to a receptionist, or if thereceptionist rejects or forwards the call on. Each of the local andglobal rules can be driven, at least in part, by data retrieved from adata source, such as a client server or database. As an example, theglobal rules could access a customer database that includes lists ofcaller IDs that are handled differently. The call routing VoIP serverdoes not need to have direct access to the lists of caller IDs (whichmight be confidential lists and thereby represent a security risk ifshared directly with the VoIP server). Rather, the VoIP server can senda query that includes a specific caller ID number of an incoming call.In response to the query, information can be provided that indicates howto process the call (e.g., whether to route the incoming call to areceptionist or directly to the dialed endpoint device).

According to various embodiments, the high-level programming languageallows a programmer access to the PaaS solution by way of a controlledand limited set of call control functionality in the form of callprocessing and routing operations. The limitations on the operations canbe particularly useful for allowing programming control to be placedinto the hands of different customers of the provider of the VoIPservers. For example, the provider can update or make other changes tohow the VoIP servers are configured without requiring modification todocuments written to use the high-level language, which might otherwisebe required to account for the changes. Moreover, the VoIP servers andtheir data can be protected from poor programming decisions (intentionalor otherwise) by tightly controlling the extent that the documentsprovide control of, or access to, the inner workings of the VoIPservers.

In various embodiments, the high-level programming language and the VoIPservers that execute the high-level programming language can beconfigured to interface with other sources of data and control. This caninclude, for example, flow control decisions that are based upon coderunning on the client side or on the server side. As non-limitingexamples, a client-side computer system could run code that is writtenusing JavaScript or TCL while a server-side computer system might runcode that is written using PHP: Hypertext Preprocessor (PHP), NodeJS,Python, Scala, Ruby, .Net, or other web languages.

In an example embodiments, a communication system includes a one or moreVoIP communication servers configured to provide VoIP communications forendpoint devices of a plurality of client accounts. Endpoint devicesconnected as part of a particular call can include VoIP-enabled devices(e.g., IP phones, smart phones, tablets, and/or desktop computers withappropriate VoIP software applications) and/or non-VoIP endpoint devices(e.g., plain old telephone service (POTS) telephones andcellular-capable devices). A respective client can have an account thatis associated with one or more endpoint devices. Endpoint devices may beassociated with a particular client account by registering the endpointdevice with a particular client account serviced by the VoIPcommunication server(s). Registered devices for each client account maybe specified in a respective account settings file accessible by theVoIP communication server(s).

In some embodiments, the VoIP communication server(s) may provide VoIPservices using various processes and circuits. As one example, the VoIPcommunication server(s) may provide VoIP services that are response toXML documents for each respective client. The XML documents can, forexample, be provided with a request to establish communications with anindividual (e.g., through a telephone call or a text message).

According to various embodiments, the high-level, domain-specificprogramming language(s) are defined using a markup language as the basisfor the language structure. More particular embodiments use an XML modelthat defines the constraints on the high-level language, includingdefining the set of valid commands that can be carried out by the VoIPservers. Unless otherwise stated, the use of XML in connection withvarious embodiments does not necessarily limit the correspondingembodiments, such as limiting the embodiments to the use of only anXML-based language(s).

Within the system's constraints, a customer can write XML code thatself-describes the building blocks used in the customer's particularapplication. A particular aspect of the call processing XML is that anAPI can be used to embed XML into communication requests. For example, arepresentational state transfer- (RESTful) based application programinterface (API) may allow clients to initiate calls by generating links(e.g., specifying a URI) and generating hypertext transfer protocol(HTTP) commands for the links (e.g., GET, POST, or PUT). The XML can beembedded in the link so that the XML is provided as part of the HTTPrequest generated when accessing the link (e.g., in response toselection from within a web browser). The XML is then used by the callcontrol engine when making the requested telephone calls. In particularinstances, the XML can be used to communicate information, such astime-of-day routing rules, that is then used as part of routing decisionon whether to route calls to a receptionist.

Turning now to the figures, FIG. 1 is a diagram for a VoIP-capablesystem that uses a high-level programming language for call controlfunctionality and operations, consistent with embodiments of the presentdisclosure. In connection with these specifically-illustrated examples,VoIP endpoint devices 104, 106, 108, and 110 are configured to place andreceive VoIP telephone calls between other VoIP endpoint devices, andalso between non-VoIP endpoint devices. Examples of non-VoIP endpointdevices include plain old telephone service (POTS) telephones andcellular-capable devices, which might also be VoIP capable (e.g., smartphones with appropriate VoIP software applications). The variousendpoint devices include circuitry that is specially configured toprovide calling functions that include interfacing with the appropriatecircuitry of the call service provider used by the correspondingendpoint device. In many contexts, a VoIP-endpoint device is aVoIP-capable telephone, commonly referred to as an IP phone. TheVoIP-endpoint devices can include, but are not limited to, desktopcomputers, mobile (smart) phones, laptop computers, and tablets. Wheneach of the endpoint devices originates or receives a call in atelephone network, each can be characterized or referred to as anaddressable call endpoint or a dial peer.

The call routing and other services for the VoIP telephone calls can beprovided by one or more VoIP servers within the cloud-based system 118(e.g., configured to provide a PaaS to customers of the VoIP provider).In particular example embodiments, the VoIP servers can be locatedwithin one or more data centers 120, 122, which are part of a cloudservices system 118. The data centers can be, for example, part of acloud-based system 118 where the hardware providing the cloud servicesis located in a number of different data centers with different physicallocations. Consistent with embodiments, the cloud services can includeservices provided by SIP servers, media servers, authorization servers,call control servers, and servers providing other services to both VoIPendpoint devices and the users of the VoIP endpoint devices. In someinstances, the various servers, including both the VoIP Servers and dataanalytic servers discussed herein, can have their functions spreadacross different physical and logical components. For instance, acloud-based solution can implement virtual servers that can share commonhardware and can be migrated between different underlying hardware.Moreover, separate servers or modules can be configured to work togetherso that they collectively function as a single unified server.

A particular example of a VoIP server uses session initiation protocol(SIP) to handle various call functions (e.g., call setup and tear down);however, the various embodiments discussed herein are not necessarilylimited thereto. Consistent with the above and other embodimentsdisclosed herein, the VoIP servers can be configured to establish a legof the call from the VoIP endpoint devices (or dial peers) to anotherVoIP endpoint device, or to a gateway.

Certain embodiments are directed toward an API server 126 that isconfigured to allow clients to create webpages or other software thatcan initiate communications with endpoint devices in response torequests received over the Internet 116. In particular embodiments, theAPI server 126 operates as a RESTful API that allows clients to generateURI links specifying parameters for a desired communication, such ascontent for use with generating outgoing calls from selections madethrough a web interface. For instance, a client server 112 can beconfigured to use the API to generate a URI link that can be displayedto an end user. The URI link can contain information that identifies anendpoint device and how the endpoint device is to be contacted (e.g., bytelephone call or text message). The API generated URI link sends acommunication request to the appropriate service within the data center.For example, the URI link can result in a communication with a callcontrol server in order to initiate a telephone call to an endpointdevice or a text message to an endpoint device.

According to various embodiments, one or more data analytics servers canmonitor and analyze call data relating to the VoIP servers and VoIPendpoint devices. For example, a data analytics server may track callstatistics about various different call-related parameters, such as:call duration, call date, call time of day, called parties, endpointdevices, selected data centers, selected carriers, dropped calls,transferred calls, voicemail access, conferencing features, and others.The XML can request access to the call summary metrics and the dataanalytics, which can be stored in a provider database 124. For example,a script running the VoIP server could parse XML derivative (controldata) documents to generate database queries that direct the VoIP serverto query, or subscribe to, call length summaries for all calls made toendpoints that are registered with the VoIP server. The script couldthen use the information to control how calls are routed as well as howdifferent (customer or provider) services are invoked. According tovarious embodiments, the database queries could be sent to a client orcustomer database 102.

Consistent with certain embodiments, the VoIP server can be configuredto interface with client servers 112 or even with third party servers114. For instance, a XML derivative document stored by the cloud-basedsystem 118 can identify, based upon a received call, a URI that pointsto client servers 112 or to a third party server 114. Data provided fromthese servers, e.g., in the form of a XML, derivative document can beused to specify call routing, or other functions. In the context of callrouting to receptionists, the XML derivative document can include a URIthat points to a secure server that provides information for making arouting decision. The call control server can then make a call routingdecision based upon the information. This can add a layer of securitybecause the VoIP server does not directly access the client information.

According to embodiments, the XML derivative documents can bedynamically constructed using data that is confidential to the clientand therefore not shared with the service provider. As an example, theclient server may have access to personal information about theindividuals calling into the system (e.g., based upon their caller ID).This personal information might be part of caller profiles that identifyendpoint devices associated with the callers, caller buying history, ora geographic location of the caller. The client server can use theinformation to customize the XML documents for each caller. For example,a particular caller might be identified as having a prior relationshipwith the called party, an XML document could be generated that includesinstructions to route the call directly to the called party. The XMLdocument could include additional rules, such as the generation ofadditional notifications (text message, instant message, email) to thecalled party if the call is not immediately answered. The ability tocustomize the XML derivative documents based upon data accessible by theclient server allows for the call control functionality and relateddecisions to be decoupled from the data used to make the decisions. Inparticular, the service provider can carry out the call controldecisions specified in the XML derivative documents without knowledge ofthe data used to make the decisions.

According to embodiments of the present disclosure, the client servercreates XML derivative documents that specify queries to databasesmanaged by the service provider. In particular implementations, thedatabases can contain information that is proprietary to the serviceprovider and therefore not directly shared with the client. For example,a XML derivative document can use a conditional statement that ispremised upon the results of a database query to a database maintainedby the service provider. The service provider can implement the querywithin their system and without the client having access to the data oreven the result. The result of the query can be used to determine theappropriate action, as specified in relation to the conditionalstatement. A conditional statement within the XML derivative documentcan use the result of a query to a database or other data source as theconditional operator. An example functionality for conditional statementis: if a current call is from a caller ID associated with telemarketing(SPAM calls), then the call should be routed to a receptionist, else thedefault condition is to directly route the call to the called endpointdevice. Using a query in the conditional statement, the service providercan keep the list of SPAM IDs as proprietary data, while still allowinga customer to indirectly use the information.

The provided examples are not limiting with respect to the possible usesof (XML) documents in the context of call routing to receptionist.Additional features and configurations are contemplated and supported bythe XML interfaces and the call control engines.

FIG. 2 is a block diagram of a call control engine with high-levelprogrammable language logic for two different languages, consistent withembodiments of the present disclosure. When an incoming call is receivedby the call control engine 202, the call can first be handled by a callcontrol switch 204. The call control switch 204 can be configured toreceive and process a first document that defines how the call issubsequently routed. As discussed herein, this document can be writtenin a first programming language, such as a first XML derivativelanguage, which provides limited access to the call routing controllogic of the call control switch 204. First XML derivative documents canbe provided by a customer through a special interface 208, whichprovides XML derivative documents to a call routing logic plugin 206.The call routing control logic 206 can parse and execute the first XMLderivative documents while providing a controlled access to thefunctions of the call control switch 204.

According to various embodiments of the present disclosure, the firstXML derivative language defines a limited set of commands to the callrouting logic that allow a customer to define how a call is initiallyrouted. Maintaining the first XML derivative language as a limited setof simple building block commands can help with the efficiency of thecall control switch. For example, the call control switch 204 can belocated at the perimeter of the VoIP provider's routing network, whichimplies that it may be called on to handle a large volume of VoIPtelephone calls. The efficiency in processing the large volume of callscan have a significant impact on the performance of the system.

Consistent with various embodiments, the first XML derivative documentsspecify a first level of call routing and simple call processing thatare carried out by the call control switch 204. For example, a callcontrol switch 204 may provide call routing options for multiple branchoffices and for multiple iPBXes that support the branch locations. Eachbranch office and associated iPBX may have multiple customer (user)accounts associated therewith. First XML derivative documents can beused to determine the routing for a call by identifying a particularbranch location, a particular iPBX and particular VoIP customer accountand iPBX to use in subsequent call processing and routing. The initialrouting decision is indicated by the arrow labelled as “accountselection,” which shows the passage of control to a call processingengine 212.

The call processing engine 212 can be configured to identify and executeadditional documents that can be selected based upon the identifiedaccount, or upon similar identifying information, as provided by thecall control switch 204. As discussed herein, these documents can bewritten in a second programming language, such as a second XMLderivative language, which provides access to the call flow controllogic of the call processing engine 212. In certain embodiments, thesecond programming language, or second XML derivative, can includecommands that support contextual call routing and advanced callservices. The second XML derivative documents can be provided by acustomer using a special interface 216, which provides received secondXML derivative documents to a call flow control logic 214. In particularimplementations, the interface 216 is configured to allow a customer toupload new XML derivative documents to a database maintained by the VoIPprovider. The interface 216 can also be configured to allow XMLderivative documents to be retrieved from a customer-managed location.For instance, the customer can provide a base XML derivative documentthat includes URI to a customer server. The customer server can thenprovide XML derivative document(s) on an as needed basis for each call.The XML derivative documents could be loaded directly from a customerdatabase, or they might be dynamically generated based upon data that isspecific to the particular call (e.g., the called party, the calledparty status, or the calling party identity), or to data from otherinputs (e.g., a call queue status, a status of network outages, or thelike).

The call flow control logic 214 can parse and execute the second XMLderivative documents while providing controlled access to the functionsof the call processing engine 212. According to embodiments of thepresent disclosure, a second XML derivative document can be associatedwith a particular extension account (or group of extension accounts) andcan be invoked when there is an incoming call routed to the extensionaccount. The call processing engine 212 can determine whether or not theXML, derivative option has been enabled for the extension account. Ifenabled, then the call flow control logic 214 can be called. Consistentwith various embodiments of the present disclosure, the call flowcontrol logic 214 and the call routing logic 206 are each implemented asplugin applications that interface with the call control engineaccording to their respective XML-defined parameters.

In certain embodiments, the call processing engine 212 can have thecapability to provide feedback to the call control switch 204. Forexample, a XML derivative document for a particular account may specifya condition that, if satisfied, routes a call to a different branchoffice. The call processing engine 212 is configurable, using one ormore XML derivative commands, to provide an indication of a new callroute decision as feedback to the call control switch 204. The callcontrol switch 204 can respond by overriding the prior call routingdecision and rerouting the call. The corresponding routing decision maythen go to a different call processing engine 212, which can handle thecall according to a different XML derivative document or thepreviously-used XML derivative document using different data to drivethe call processing and routing decisions.

Consistent with various embodiments, outbound calls, or callsoriginating from VoIP devices supported by the call control engine 202and the corresponding PaaS implementation, can be routed using a XMLderivative language and the call processing engine 212.

According to particular embodiments, call routing logic 206 is firstused to determine whether or not to route incoming calls to areceptionist. Call flow control logic 214 is then used to route calls toendpoint devices other than those of the receptionist. Call controllogic can route calls whether the receptionist is bypassed by callrouting logic 206 or the call has been forwarded by the receptionistafter first receiving the call.

As a particular example, a business can offer virtual office spaces tomany different entities. The virtual office services can includeconference spaces and temporary work space. The virtual office servicescan include a receptionist that handles calls for the differententities. The business may have many different building locations forthe conference spaces and temporary work space (e.g., distributedthroughout the country or world). There can be a variety of differentoptions for routing calls to receptionists. For example, each buildinglocation could have a dedicated receptionist. The call routing logic 206would therefore be configured to route calls based upon associationsbetween the called number, the entity or account associated with thecalled number, a particular building location, and the receptionistassigned to the building. As another example, a single receptionistcould provide services for multiple building locations. The call routinglogic 206 would include appropriate associations for this option.Another possibility is the use of a pool of available receptionists thatare each assigned to provide answering services for the same set ofentities. The call routing logic 206 can include rules for selecting areceptionist from the pool (e.g., based upon the current availability ofeach of the receptionists). Combinations of these options (andpotentially other options) are also possible.

According to certain embodiments, the call routing logic 206 can includerules that a specific to each building location. For example, buildinglocations may have different hours during which they are open andtherefore supported by a receptionist (e.g., based upon differences intime zones). The call routing logic 206 can be configured to route callsto a receptionist when the building corresponding to the called numberis open for business. When the building is closed, the call routinglogic 206 does not route the call to the receptionist. Control logic 214can then route the call to the appropriate endpoint device. Controllogic 214 might also route the call to voicemail, or otherwise handlethe call according to the settings for the particular account associatedwith the dialed number.

According to various embodiments, the call routing logic 206 can beconfigured to make call routing decisions based upon a specific schedulefor each building or receptionist. For example, the schedule can includea period of time for lunch as well as indicating holidays during whichno receptionist is available. In some instances, the call routing logic206 can retrieve real time (or near real time) data about theavailability of a particular receptionist. For example, the call routinglogic 206 can query a server that provides status for the receptionist.The server can be linked to an application that the receptionist uses tochange their status. The receptionist may, for example, change theirstatus to “away from desk” or “busy” when they leave their desk for anyreason. The call routing logic 206 receives the query results and canadjust the call routing accordingly. In the example where the status is“away from desk” the call routing logic 206 might place the individualon hold after playing an appropriate greeting and notification message.The call routing logic 206 might also forward calls directly forhandling by the control logic 214. Other routing options, of varyingcomplexity, are also possible.

In certain embodiments, the call routing logic 206 can includeexceptions that are based upon the called number. For example, one ormore entities may desire to always bypass the receptionist. Otherentities might want to bypass the receptionists only if certain criteriaare met. One manner in which the exceptions can be configured is byhaving the call routing logic query a database or server to identifycalled numbers that are subject to one or more exceptions. If the queryindicates an exception exists for the called number, the call can besent for handling by the control logic 214. The control logic 214 mightinclude further logic for determining whether or not to use areceptionist. For example, the control logic 214 could be linked tocalendar or other status indicator for the called entity. If the controllogic 214 determines that the called party is unlikely to answer, thecontrol logic 214 can pass control of the call routing back to the callrouting logic 206. The call routing logic 206 can determine that thecall has been rerouted back from the control logic 214 and route thecall to the receptionist in response.

The use of multiple layers of routing logic 206, 214 can be useful forreducing the overhead in supporting a large amount of telephone numbersand endpoint devices. For instance, modifications to the call routinglogic can be made in a central XML derivative document and then beimmediately applied for all accounts and endpoints. Further, newendpoints can be dynamically added and removed without having to modifythe higher-level XML derivative rules. For instance, the endpoints,accounts, and telephone numbers can be stored in a database that isreferenced by the first XML derivative documents when making routingdecisions. The database can be managed independently from the callrouting logic and the call control logic.

Certain embodiments are directed toward similar functionality within asingle, flat logical (XML derivative) layer. For instance, the receptionrouting logic and routing for each account or endpoint device can bewithin the same XML derivative document or set of documents. Forexample, each document can include call routing rules for a respectivebusiness extension with business hour schedule such as Mon-Friday 8:00am-5:30 pm. The rules might specify that all the calls from externalnumbers are routed to the receptionist during these hours. Once a callis answered, the receptionist may transfer the call a particularendpoint device by selecting an extension number. To differentiatebetween calls that have already been routed through the receptionist, acall routing rule can be created that identifies calls originated fromthe receptionist. Calls identified in this manner can be routed directlyto the indicated extension (e.g., to avoid being continuously redirectedback to the receptionist).

According to various embodiments, the receptionist may have switchboarddisplay that shows information about an incoming call and allows for thecall to be answered by selecting an option on the switchboard display.In certain embodiments, the switchboard display is viewable within anInternet web browser application. The call control engine(s) can providedata for display via the switchboard as well as receive information forhandling and routing calls.

FIG. 3 is a block diagram showing the use of a hierarchy of programmablelanguage documents, consistent with embodiments of the presentdisclosure. Call control engine 304 can provide call flow control androuting in a manner that can be consistent with discussions found hereinand relating to call control engines, VoIP servers, and the otherfigures. Consistent with various embodiments, the call control engine304 is an IP PBX that is part of a VoIP PaaS. The IP PBX can be hostedby a VoIP service provider and located at one or more data centers.Various IP PBX features can be provided for clients and endpoint devices302, such as call forwarding, remote pickup, call routing, and voicemail. For instance, the IP PBX can be configured using Java-basedapplications that manage voice over IP (VoIP) networks.

Consistent with various embodiments, customers of a VoIP provider canuse the VoIP PaaS by generating documents written in two different XML,languages: a first XML, derivative language and a second XML derivativelanguage. Together, the documents specify call interception rules forhow the customer would prefer call intercept to be handled for bothinbound and outbound calls. For instance, a second XML derivativedocument 308 can be associated with an extension account 306, or withgroups of extension accounts. The extension accounts 306 can represent aspecific individual and their associated extension number(s). An XMLderivative document 308 that is configured in this manner will beinvoked by the call control engine 304 after an incoming call is routedto an extension that has XML derivative capabilities enabled. XMLderivative documents can also be used for call flow processing ofoutbound calls. In addition to telephone calls, other forms of messages(e.g. text messages and email messages) can be automatically generatedin response to outgoing calls using commands included in the second XMLderivative document. Restrictions can be placed on outbound calls basedupon factors such as time of day or call history. Another XML,derivative function could be implementation of auto/call attendants thatare each specific to the XML derivative-specified routing decision.

The call control engine 304 may also consult with call routers 314. Thecall routers can be programmed using first XML derivative documents 318,and with JavaScript for dynamic data access and logic handling. Thefirst XML derivative documents 318 can be arranged in router xmlhierarchy 316, which can specify different XML derivative documents 318depending upon the branch or IP PBX that is identified as correspondingto the call. Once the call router documents are loaded, they can becached in memory and used by the call control engine 304 to make arouting decision. When a call is routed through the call control engine304, the call control engine can consult with first XML derivativedocuments. The branch level can be identified, for example, based on thebranch ID of caller (for outbound calls) or callee (for inbound calls).Delineations other than the branch are also possible, such as by thecalled country, the particular store, the state, or other factors. If aroute result is not determined, the call control engine 304 can alsoconsult with PBX-level first XML derivative document to obtain routingdecisions. Examples of a route result from a script are “Accept,”“Reject,” or “NewRoute.” Using the first XML derivative language, theprogrammable call router module 314 provides the call control engine 304with the ability to handle call intercept/filter reject or re-route thecall to a different target destination.

A particular example of uses for the first XML derivative documents isto provide initial routing decisions relative to a receptionist. A firstXML derivative document can specify whether incoming calls are firstrouted to a receptionist. A few examples of how the first XML derivativerules and logic can be configured are discussed in more detail herein.If the call control engine 304 determines that call is not to be firstsent to a receptionist (or the call is being forward from thereceptionist), the call control engine 304 can pass call routing controlover to the logic defined by the appropriate XML derivative document308.

The call router module 314 can also be configured by a second XMLderivative document to handle sophisticated call flow scenarios wherethe call routing is changed after the initial determination. Forexample, the second XML derivative can include commands (e.g.,“Reroute”) that the call control engine 304 uses to provide feedback tothe programmable call routers 314, which use the first XML derivativefor initial routing decisions. This might allow, as an example, a firstXML derivative routing decision to be overridden by the second XMLderivative document(s).

According to particular embodiments, the programmable call routers(using XML derivative language) 314 can be viewed as plugins to the callcontrol engine 304. The call router plugins may have two levels, Branchand PBX levels. The call router supports XML derivative-definedstructures that specify how the PaaS can be utilized by a customer. Forexample, the XML derivative language can define sets of conditionalstatements, data access requests, and call routing commands: if/else,condition, goto, log, var, script, query, data, accept, reject, routestatements, or other commands. In particular embodiments, the first XMLderivative language can be considered a subset of the second XMLderivative language by containing a part, but not all, of the second XMLderivative language call flow commands. This distinction can be usefulfor keeping the first XML derivative documents light weight so that callrouting decisions are simplified and efficient. More complex tasks, suchas the use of media and advanced call handling, can be handled using asecond XML derivative language and the larger set of commands. Usingsuch programmable call routes, a few example uses include: schooldistrict that generates short message service (SMS) or emailnotifications to parents whenever an emergency number is dialed; offhour restriction of outbound call with the second XML derivativelanguage; call center lockdown to provide outbound dialing restrictionfor phones; computer initiated dialing with caller identification (ID)override based destination database table, and call return to targetDID/agents; and implementation of a call black list (denying callsto/from the list) or white list (allowing calls to/from the list) withpotentially large lists and dynamic updating capabilities.

Consistent with embodiments of the present disclosure, both the firstXML derivative language and the second XML derivative language providethe capability of handling dynamic data from multiple sources. Examplesof these sources can include PBX internal state such as call sessionobject with caller, callee, routes, and last redirect addressinformation, remote services (e.g., application program interfaceservers) and databases 312, 322. The dynamic data can therefore beprovided from a variety of sources including, but not necessarilylimited to, call route session data (caller id, callee id, or routefrom/to), query custom object (to a database) in the VoIP providersystem/cloud, and access data through HTTP RESTful API (e.g., from APIservers 310, 320). For instance, the XML documents can include a webresource that is identified by URIs. The web resource might be acustomer HTTP server that responds to a conditional query (e.g., whetheror not a call queue is above a threshold) with XML derivative code thatinstructs the call control engine on how to route, or otherwise handle,the call.

FIG. 4 is a block diagram showing interconnections to a call routingswitch, consistent with embodiments of the present disclosure. Asanother particular non-limiting example, an incoming call is receivedfrom a telephone device 408 by the call control engine 410. The callcontrol engine 410 can use the call destination information carried bythe call to invoke a proper VoIP call services action (e.g., CTI or aclick to dial functionality), which in some instances can be provided bya third party application server 402 using a VoIP provider's API server404. The XML derivative documents can be embedded within theclick-to-dial request or CTI service data.

As a particular example, a third party application can use an APIprovided by API server 404 to contact an authorization server for thepurpose of obtaining authorization to use certain servers or functionsof the system. The authorization procedure can include for example(without imposing limitations) the use of access tokens generatedconsistent with the authorization protocol. The API server 404 can alsoprovide API functions that allow the third party application to embedXML derivative documents into call control requests. For example, thesecond XML derivative documents could be embedded in an HTTP requestusing a text-to-binary format, such as the Base64 format. The second XMLderivative documents can include commands that rely upon the use of avariety of different functions offered by the system. This might includea text-to-speech application 406 or the playing of audio files 418 or426. The second XML derivative documents might also include queries forinformation stored in databases 422 or 416.

In another non-limiting example, the API provided by API server 404 maymake call routing decisions based on defined call options for particularapplications. For instance, the API might include an option to performan action such as play a recorded message to a particular destinationusing the call control engine 410. In another example, the API mightinclude an option to block a caller identification function on emailnotifications. In such instances, when a call is received and forwardedto voicemail, the API may set the caller identification to ‘anonymous’and the email notification and file name would thereafter include‘anonymous’ in the place of a caller name. The API might also include anoption to perform an action, such as play a welcome message underdefined circumstances. Yet further, the API might include an option torequest the recipient of a call to enter a particular dual-tonemulti-frequency (DTMF) signal (such as the number ‘1’) to answer anincoming call.

The API server 404 can also provide API-defined functions that interactwith the second XML derivative language documents in a defined manner.For instance, an API provided by API server 404 might direct the callcontrol engine to call a destination, and then connect to an extensionaccount with a pre-defined XML derivative document. In such examples,the call control engine might pass call options and application data(e.g., customer data) to the XML engine. For example, an appointmentreminder option may be defined in the API and performed by the callcontrol engine, where appointment information in a calendar extensionaccount may be routed to a particular destination with instructions toplay in voice or SMS/XMS format. Details regarding the appointment maybe retrieved from the extension account using the XML derivativedocument, such as a location, date, time, and notes regarding theappointment.

In some examples, a XML derivative document may itself invoke an APIprovided by the API server 404. For instance, a second XML derivativedocument may be used to create a message recording service, obtain anaccess token from an authentication server, send a HTTP request to thecall control engine to route a call to a particular destination and playthe recorded message. In such an example, a user may dial into anextension account with the second XML derivative document, record themessage to be sent, then end the call. The second XML derivativedocument may identify the end of the call and execute logic which willinitiate the HTTP request to invoke an API to play the recorded messageto a particular destination number.

Such directives (e.g., provided by such XML derivative documents) canalso be loaded from a database 422, which might be hosted by the VoIPprovider as part of the PaaS solution. XML derivative documents can alsobe retrieved from a customer database 416. For example, the XMLderivative documents could be retrieved using an HTTP connection to aweb application server 414. At the same time that the documentderivatives are retrieved, additional information can also be provided,such as audio files 418, 426. The audio files could be used for variouspurposes, such as for implementing auto attendant functions.

In various embodiments, a customer can use databases and other datasources that are offered by the VoIP provider without having directaccess to the data. For instance, the customer can use the second XML,derivative language to generate queries that identify a data source anda conditional response based upon the query results. The call controlengine can carry out the conditional response based upon the results ofthe query without the customer ever receiving, or otherwise havingaccess to, the data driving the conditional response. A particularexample involves a query to a call analytics database for the VoIPprovider. A customer could be given the limited, indirect access to thedatabase through XML derivative-driven queries, while the VoIP servicesprovider maintains control over the proprietary contents of thedatabase. The database might also contain information about individualcallers that would raise privacy concerns in which cases the VoIPservices provider can use another set of rules for deciding whether andhow to use/share such privacy information. As an example, one set ofprivacy rules may ensue from law of one or more particular governingagencies, requiring that such information be first encrypted beforebeing transferred or stored to a readable/accessible platform. In thismanner the document directives are retrieved with such additionalinformation for decisions to be made based on another set of rules.

In some instances, the customer can allow the VoIP provider toindirectly access data sources in response to XML derivative-drivenqueries. For example, the customer can specify, in a second XMLderivative document, a URI that points to a customer-provided server andspecifies an associated query. The customer-provided server can execute,for example, a local script that may rely upon customer data. The scriptcan generate a response in the form of a second XML derivative document.The call control engine can then carry out call routing, or other callcontrol functions, based upon the response and without ever havingdirect access to the customer data.

In certain embodiments, the call control engine 410 can provide callprocessing information to a monitor server 412 (e.g., a remote webconsolelogger application). The call control engine 410 can then executethe second XML derivative documents. In an example implementation, thesecond XML derivative document might invoke various other services, suchas a text-to-speech application 406. For example, a second XMLderivative document might specify that a string of text be converted tospeech using a corresponding command (e.g., “<say>Hello, please hold.</say>”). The second XML derivative document can also request access tovarious other data sources, such as IP PBX data model 420 and a hosteddata storage 422. Further, the second XML derivative document canspecify that an SMS/MMS (XMS) text message be sent using XMSApp 424 orgenerate new calls (e.g., for call conferencing or call forking). Theprovided examples of capabilities using XML derivative documents are notlimiting.

FIG. 5 is a flow diagram for controlling call routing to a receptionist,consistent with embodiments of the present disclosure. The flow beginswith an incoming call, per block 502. The incoming call informationprovides data about the number called and may also include informationabout the calling number (e.g., Caller ID). The called number maycorrespond to one of multiple accounts that are supported by areceptionist (or by several receptionists), for example, operating onbehalf of a client entity subscribing to a set of VoIPtelecommunications services. In response to receipt of the call, a callcontrol engine (e.g., 410 of FIG. 4 at the services provider side of theinterface) can access the appropriate call routing and call processingrules per block 504. As discussed herein, the rules can be provided fromthe subscribing client entity in the form of an XML-type document forreceipt and interpretation by the call control engine for following theabove-noted call routing and call processing rules in connection withblock 504.

In particular embodiments, there can also be multiple levels of callprocessing rules and optionally with multiple XML-type languages ordifferent sets of instruction sets used in connection with the differentrespective levels. As a specific example, the call control engine canuse a first (e.g., light-weight) XML derivative document that functionsas a plugin module to the call control engine. Subsequent callprocessing rule levels can use documents written with more complexlanguage(s) that can use a superset of commands relative to the firstlevel (e.g., documents that use the second XML derivative).

Consistent with certain embodiments, the call control engine can relyupon external data source(s), per block 506. As discussed herein,several different manners may be used so that data can be efficientlyretrieved from the external data sources, per block 508. For example,XML-type documents themselves can be retrieved from an external source.For example, the call control engine might operate by sending requeststo a web server and get XML-type documents for processing. The callcontrol engine can interpret a received XML-type document to identify(XML) language building blocks that are then rendered (executed). Eachbuilding block can define logic relating to one or more functions, suchas functions for voice, call control, and flow control logic. Therequests can include relevant information about the incoming call, suchas the called number and the caller ID. The XML-type document may definequery requests that the call control engine generates in order toretrieve data from databases or other sources of data. A query could beformatted for consistency with the source of the data (e.g., JSON) toretrieve data from third party application servers or from the VoIPserver provider's cloud database).

The call control engine processes the rules defined by the XML rulesalong with any retrieved data, per block 510. One result of theprocessing can be a determination of whether or not to route the call toa receptionist, per block 512. Upon connection with a receptionist, perblock 514, the call can remain connected until the receptionist chosesto forward the call to the called party (or to another party), per block516.

According to some embodiments, calls that either have not beenintercepted (e.g., bypassed the receptionist) or have been forwarded bythe receptionist, can be processed according to another set of XMLdocuments, per block 518. In particular implementations, the documentsretrieved per block 518 can be written using a language that has aninstruction set that is a superset of the instruction set for thelanguage used by the document retrieved per block 504 (e.g., a secondXML derivative language being a superset of the first XML derivativelanguage). The increased size of the instruction set can facilitate morecomplex call processing and routing operations to be defined. Forexample, the first XML derivative language can be used primarily fordetermining initial routing decisions for all incoming calls. Thisrouting decision can be made by a call control engine located at a callrouting switch that can route the incoming call to any of a plurality ofIP PBXs. Each IP PBX can have a corresponding call control engine andsecond XML derivative document(s). The second XML derivative documentsmight invoke more complex call processing operations, such as triggeringcomputer telephony integration (CTI) modules used by the called party orplaying audio that is appropriate for the particular call (e.g., audiothat is selected based upon factors indicated by the second XMLderivative document).

Consistent with certain embodiments, the call control engine(s) can relyupon external data source(s), per blocks 520 and 522. As discussed inconnection with blocks 506 and 508 (and in other discussions herein),there are several different manners by which data can be retrieved fromthe external data sources, per block 522. The call control engine(s)processes the rules defined by the XML rules along with any retrieveddata, per block 524. Based upon the rules, the call can be routed andprocessed, per block 528.

In some embodiments, the call can still be routed back to areceptionist, or rerouted to a different IP PBX. In particular, thesecond XML derivative document could indicate that the call be processedagain by the first call control engine as noted by the connectionbetween blocks 526 and 504. The call control engine of the IP PBX canprovide information that adjusts how the call is routed during thissecond pass through the first call control engine (e.g., therebyavoiding a loop condition). For instance, a general call interceptionrule for a location may bypass the receptionist for all calls at aparticular time of day. A particular call would then be sent to an IPPBX that corresponds to the account of the dialed party. The second XMLderivative document for the corresponding account might includeconditions that route the call back to a receptionist. For instance, thesecond XML derivative document could check the online status of thecalled party relative to an application running on their computer. Inparticular, the second XML derivative document might be directed to anAPI that provides the online status. The conditional routing couldspecify that if the individual is in currently in a meeting the callshould be routed back to the first call control engine with instructionsto route the call to an alternative party or to a receptionist.

Various blocks, modules or other circuits may be implemented to carryout one or more of the operations and activities described herein and/orshown in the figures. As examples, the Specification describes and/orillustrates aspects useful for implementing the claimed invention by wayof various circuits or circuitry using terms such as blocks, modules,device, system, unit, controller, and the like. In these contexts, a“block” (also sometimes “logic circuitry” or “module”) is a circuit thatcarries out one or more of these or related operations/activities (e.g.,a call control circuit). For example, in some of the above-discussedembodiments, one or more modules are discrete logic circuits, computerprocessing circuits, or programmable logic circuits configured andarranged for implementing these operations/activities, as in the blocksshown in the figures.

Similarly, it will be apparent that a server (e.g., providing acorresponding software platform) includes a computer processor circuitand memory circuit that are configured to provide services to othercircuit-based devices. Moreover, a (VoIP) endpoint device (or endpoint)includes a communication circuit (e.g., transceiver circuits for sendand receiving audio or other data) and (computer) processor circuitswhich are configured to establish (VoIP) communication sessions withother endpoint devices (e.g., personal computers, IP-enabled mobilephones, and tablet computers). In certain embodiments, such a processorcircuit is one or more computer processor circuits programmed to executea set (or sets) of instructions (and/or configuration data). Theinstructions (and/or configuration data) can be in the form of softwarestored in and accessible from a memory circuit, and where such circuitsare directly associated with one or more algorithms (or processes), theactivities pertaining to such algorithms are not necessarily limited tothe specific flows such as shown in the flow charts illustrated in thefigures (e.g., where a circuit is programmed to perform the relatedsteps, functions, operations, activities, etc., the flow charts aremerely specific detailed examples). The skilled artisan would alsoappreciate that different (e.g., first and second) modules can include acombination of a central processing unit (CPU) hardware-based circuitryand a set of computer-executable instructions, in which the first moduleincludes a first CPU hardware circuit with one set of instructions andthe second module includes a second CPU hardware circuit with anotherset of instructions.

Certain embodiments are directed to a computer program product (e.g.,nonvolatile memory device), which includes a machine orcomputer-readable medium having stored thereon, instructions which maybe executed by a computer (or other electronic device) that includes acomputer processor circuit to perform these operations/activities. Forexample, these instructions reflect activities or data flows as may beexemplified in figures, flow charts, and the detailed description.

Based upon the above discussion and illustrations, those skilled in theart will readily recognize that various modifications and changes may bemade to the various embodiments without strictly following the exemplaryembodiments and applications illustrated and described herein. Forexample, although aspects and features may in some cases be described inindividual figures, it will be appreciated that features from one figurecan be combined with features of another figure even though thecombination is not explicitly shown or explicitly described as acombination. Such modifications do not depart from the true spirit andscope of various aspects of the disclosure, including aspects set forthin the claims.

What is claimed is:
 1. A data center including a data communicationsserver operable by or on behalf of a data communications provider inconnection with a plurality of private branch exchanges operable by oron behalf of associated client entities, the data center comprising: oneor more computer processor circuits coupled to memory circuits andconfigured to provide a call control engine that is configured to:receive incoming data-communications calls from endpoint devices,associated with at least one of the plurality of private branchexchanges, via respective data communications sessions using theInternet; identify, in response to the incoming data-communicationscalls, a first set of one or more documents written in a firstprogramming language; and execute the first set of one or more documentsto: make routing decisions for the incoming data-communications calls;and identify and retrieve a second set of one or more documents writtenin a second programming language and associated with the routingdecisions, wherein the second set of one or more documents is notreceived by the incoming data-communications calls from the endpointdevices via respective data communications sessions, and wherein thesecond programming language includes instructions to overrideinstructions concerning the routing decisions for the incomingdata-communications calls; and execute the second set of one or moredocuments to provide call control functionality for further incomingdata-communications calls from endpoint devices associated with said atleast one of the plurality of private branch exchanges, wherein saidfurther incoming data-communications calls are received via furthercommunications sessions using the Internet.
 2. The data center of claim1, wherein one of the routing decisions identifies a particular store orfacility of a customer of, or client entity associated with, the datacommunications provider, and the second set of one or more documentsspecify auto-attendant functions for the customer or the client entity.3. The data center of claim 1, wherein the first and second programminglanguages are each an extensible markup language.
 4. The data center ofclaim 1, wherein the one or more computer processor circuits are furtherconfigured to route an incoming call by selecting from among a pluralityof receptionists.
 5. The data center of claim 1, wherein the first setof one or more documents specify call interception rules that identifywhen to intercept an incoming call and route the incoming call to areceptionist, and the second set of one or more documents specify callrouting rules that identify how to process a call that is notintercepted.
 6. The data center of claim 1, wherein the secondprogramming language and the first programming language are related toone another in that the first and second programming languages aredefined via respective sets of commands, and one of the first and secondprogramming languages is a subset of the other of the first and secondprogramming languages.
 7. A data center including a data communicationsserver operable by or on behalf of a data communications provider inconnection with a plurality of private branch exchanges operable by oron behalf of respective client entities, the data center comprising: oneor more computer processor circuits coupled to memory circuits andconfigured to provide a call control engine that is configured to:receive incoming data-communications calls from endpoint devices,associated with at least one of the plurality of private branchexchanges, via respective data communications sessions using theInternet; identify, in response to the incoming data-communicationscalls, a first set of one or more documents written in a firstprogramming language; and execute the first set of one or more documentsto: make routing decisions for the incoming data-communications calls;and identify and retrieve a second set of one or more documents writtenin a second programming language and associated with the routingdecisions, wherein the second set of one or more documents is notreceived by the incoming data-communications calls from the endpointdevices via respective data communications sessions; and execute thesecond set of one or more documents to provide call controlfunctionality for further incoming data-communications calls fromendpoint devices associated with said at least one of the plurality ofprivate branch exchanges, wherein said further incomingdata-communications calls are received via further communicationssessions using the Internet, wherein the first set of one or moredocuments specify call interception rules that identify when tointercept an incoming call and route the incoming call to areceptionist, and the second set of one or more documents specify callrouting rules that identify how to process a call that is notintercepted, and the routing decision identifies an account associatedwith one of the respective client entities and the second set of one ormore documents is identified based upon said account.
 8. The data centerof claim 1, wherein the one or more computer processor circuits arefurther configured to route an incoming call by selecting from aplurality of receptionists based on reported indications of availabilityassociated with one or more of the plurality of receptionists.
 9. Thedata center of claim 1, wherein the one or more computer processorcircuits are further configured to route an incoming call by selectingfrom a plurality of receptionists based on reported indications ofavailability associated with one or more of the plurality ofreceptionists, and wherein the first set of one or more documentsspecify call interception rules that identify when to intercept anincoming call and route the incoming call to one of the receptionists,and the second set of one or more documents specify call routing rulesthat identify how to process a call that is not intercepted.
 10. Forperformance by a data center including one or more computer processorcircuits coupled to memory circuits and including a data communicationsserver operable by or on behalf of a data communications provider inconnection with a plurality of private branch exchanges operable by oron behalf of associated client entities, a method comprising: receivingincoming data-communications calls from endpoint devices, associatedwith at least one of the plurality of private branch exchanges, viarespective data communications sessions using the Internet; identifying,in response to the incoming data-communications calls, a first set ofone or more documents written in a first programming language; andexecuting the first set of one or more documents to: make routingdecisions for the incoming data-communications calls; and identify andretrieve, from or on behalf of one of the associated client entities, asecond set of one or more documents written in a second programminglanguage and associated with the routing decisions, wherein the secondset of one or more documents is not received by the incomingdata-communications calls from the endpoint devices via respective datacommunications sessions and the second programming language includescommands that override the routing decisions corresponding to theexecution of the first set of one or more documents; and executing thesecond set of one or more documents to provide call controlfunctionality for further incoming data-communications calls fromendpoint devices associated with said at least one of the plurality ofprivate branch exchanges and specific to said one of the associatedclient entities, wherein said further incoming data-communications callsare received via further communications sessions using the Internet. 11.The method of claim 10, wherein the first set of one or more documentsspecify call interception rules that identify when to intercept anincoming call and route the incoming call to a receptionist.
 12. Forperformance by a data center including one or more computer processorcircuits coupled to memory circuits and including a data communicationsserver operable by or on behalf of a data communications provider inconnection with a plurality of private branch exchanges operable by oron behalf of associated client entities, a method comprising: receivingincoming data-communications calls from endpoint devices, associatedwith at least one of the plurality of private branch exchanges, viarespective data communications sessions using the Internet; identifying,in response to the incoming data-communications calls, a first set ofone or more documents written in a first programming language; andexecuting the first set of one or more documents to: make routingdecisions for the incoming data-communications calls; and identify andretrieve a second set of one or more documents written in a secondprogramming language and associated with the routing decisions, whereinthe second set of one or more documents is not received by the incomingdata-communications calls from the endpoint devices via respective datacommunications sessions; and executing the second set of one or moredocuments to provide call control functionality for further incomingdata-communications calls from endpoint devices associated with said atleast one of the plurality of private branch exchanges, wherein saidfurther incoming data-communications calls are received via furthercommunications sessions using the Internet, wherein one of the routingdecisions identifies a particular store or facility of a customer of, ora particular client entity associated with, the data communicationsprovider, and wherein said one of the routing decisions identifies acustomer account and the second set of one or more documents isidentified based upon the customer account.
 13. The method of claim 10,wherein the routing decision identifies a particular store or facilityof a customer of, or a particular client entity associated with, thedata communications provider, and the second set of one or moredocuments specify auto attendant functions for the customer.
 14. Themethod of claim 10, wherein the first and second programming languagesare each an extensible markup language.
 15. For performance by a datacenter including one or more computer processor circuits coupled tomemory circuits and including a data communications server operable byor on behalf of a data communications provider in connection with aplurality of private branch exchanges operable by or on behalf ofassociated client entities, a method comprising: receiving incomingdata-communications calls from endpoint devices, associated with atleast one of the plurality of private branch exchanges, via respectivedata communications sessions using the Internet; identifying, inresponse to the incoming data-communications calls, a first set of oneor more documents written in a first programming language; and executingthe first set of one or more documents to: make routing decisions forthe incoming data-communications calls; and identify and retrieve asecond set of one or more documents written in a second programminglanguage and associated with the routing decisions, wherein the secondset of one or more documents is not received by the incomingdata-communications calls from the endpoint devices via respective datacommunications sessions; and executing the second set of one or moredocuments to provide call control functionality for further incomingdata-communications calls from endpoint devices associated with said atleast one of the plurality of private branch exchanges, wherein saidfurther incoming data-communications calls are received via furthercommunications sessions using the Internet, wherein the secondprogramming language includes commands that override instructionsconcerning the routing decisions corresponding to the execution of thefirst set of one or more documents.
 16. The method of claim 11, whereinthe receptionist is selected from an available pool of receptionists.17. The method of claim 10, wherein the call control functionalityincludes playing audio based upon caller ID information.
 18. The methodof claim 10, wherein the first set of one or more documents specify callinterception rules that identify when to intercept an incoming call androute the incoming call to a receptionist, and the second set of one ormore documents specify call routing rules that identify how to process acall that is not intercepted.
 19. The method of claim 10, wherein theone or more computer processor circuits route the incomingdata-communications calls by selecting from a plurality of receptionistsbased on reported indications of availability associated with one ormore of the plurality of receptionists.